Customer Success Manager - iGaming

Description

TrueLayer’s Customer Success team is responsible for the post-sale lifecycle of our clients. We rely on Customer Success to ensure clients are given world-class service and ensure that their experience of using TrueLayer’s products exceeds their expectations. Customer Success Managers (CSMs) are “Trusted Advisors”, working to map out use cases and assist our customers to realise the value of our service.

What we expect from you as a Customer Success Manager iGaming:

• Drive end-user adoption and retention at the checkout of our largest enterprise merchants through best-in-class customer experience.
• Own and grow your portfolio of key merchants, meeting strategic and growth goals on share of checkout and revenue growth through cross-sell and upsell initiatives.
• Build and leverage relationships at all levels of our client organisation; from C-level executives (CFO, CIO, CTO, CMOs, and VPs) through to operational, to increase revenue and adoption of our product.
• Provide strategic and consultative thought leadership and data-driven insights to help influence the payments strategy of large enterprises working in the iGaming industry.
• Collaborate with Sales, Product, and Marketing teams to channel the most important insights for revenue and end-user usage growth, impact product roadmaps, and ensure our solutions meet the needs of our Enterprise customers.
• Promote growth through client account planning, optimal rhythms and action‑oriented KPIs.
• Meet clients face to face as much as possible throughout the year.

About you:

• Obsessed with delivering client and Truelayer growth through user adoption.
• Enjoy engaging others and developing positive working relationships at all levels of an organisation.
• Enthusiastic about leading strategic payments conversations, presenting business reviews, and improving share of wallet at the checkout.
• Skilled in leveraging your business knowledge and analytical abilities to strategically assess and help reach Truelayer and client goals.
• Excited to prioritise and coordinate multiple projects across different teams, while motivating and collaborating with others to achieve results.
• Previous experience with driving growth and adoption at the checkout with large clients in the payments or fintech space.

We would be really excited if you have:

• Relevant vertical experience (particularly within iGaming).
• Previous work in a fintech company, ideally specialising in payments.

Don’t meet all the requirements?

Multiple studies have shown that women and people of underrepresented groups are sometimes less likely to apply to jobs unless they meet every single requirement. At TrueLayer, we are committed to building a diverse workforce, so if you are excited about this role and have the essential skills, but not the entire checklist – we’d still love to hear from you!

Benefits

• Meaningful equity in the company.
• Flexible hours and hybrid working: split your time 50/50 between working from home and our welcoming offices in London and Milan, spending 2-3 days per week in the office.
• A one‑off remote‑working budget to help you set up your home office.
• 24 days holiday as standard with flexible bank holidays.
• 12 fully‑paid wellbeing days a year and your birthday off.
• 2 volunteering days to support causes important to you.
• 90 day ‘work from abroad’ policy.
• Generous parental leave, above and beyond statutory requirements and with no minimum tenure.
• Competitive pension contribution at 4%.
• Private health insurance from the day you start.
• Membership of mental wellbeing platform Spill.
• A £1000 budget to spend on learning & development each year.
• Free lunch from Just Eat (If you choose to work from the office on Tuesdays, Wednesdays and Thursdays).

Inclusion & Diversity

We don’t just do inclusion and diversity. We embrace people that have different opinions, perspectives and personalities. Because we believe that by seeing the world from all sorts of angles, we can make life better for all the people who live in it. We strongly encourage applications from underrepresented groups including people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from all socio‑economic backgrounds. If you’d like to discuss alternative working patterns, please let us know. We will always aim to make appropriate adjustments to ensure we are fully inclusive to people with different needs during our interview process. So if you need us to make any adjustments to suit your individual needs please let us know – we’ll be happy to support you.

Location: London, England, United Kingdom